Operations Executive / Customer Service Consultant / English Language Tutor
- Location
- Sri Lanka
- Rate, USD
- $15 / hour
- Work schedule
- Full Time, Contract, Part Time,
- Links
- —
- Language skills
- English
- Available for Hire
- Yes
About me
I am an eccentric, liberal, and result-oriented professional with experience in taking lead roles and fostering collaborative environments. I am passionate about building strong customer relationships and driving brand loyalty. My fluency in the English language, combined with a professional accent and honed vocabulary, is one of my key strengths. I have worked in various customer service and operations roles, including remote contract positions and part-time invigilation for the British Council.
My experience spans handling VIP client requests, managing bookings, escalations, and customer inquiries through multiple communication platforms such as 3CX, WhatsApp, and emails. I am adept at using computer-based booking systems like Salesforce and Starship, and I stay informed about global economic and political developments to better assist clients.
I have also worked in BPO settings, providing voice and language services for clients from the UK, Singapore, and the USA, handling payments, troubleshooting, and coordinating with relevant departments to resolve issues. Additionally, I have teaching experience as an English Language and Literature tutor and teacher for various grade levels, including G.C.E Ordinary Level students.
I am a fast learner, adaptable, and accountable, with strong teamwork and persuasive speaking skills. I am committed to performing all duties entrusted to me to the best of my ability and continuously improving my professional capabilities. I thrive in dynamic environments where I can contribute to customer satisfaction and operational excellence.
I am eager to leverage my diverse skill set and experiences to contribute effectively to organizations that value dedication, professionalism, and customer-centric service.
Professional area
Education
- 2004/2019 ACCOUNTING AND FINANCE at AAT/ G.C.E ORDINARY LEVEL / ADVANCED LEVEL @ ILMA International Girls School
Subjects: English Language (A), Mathematics (B), Computer Science (B), Chemistry (B), Biology (B), Islamiyat (B), Physics (C)
- 2004/2019 G.C.E Advanced Level @ University of Cambridge - Cambridge International Examinations
Subjects: Accounting, Business Studies, Economics
Experience
- March 2025 – Present Operations Executive @ Smartzi (PVT) LTD
Affiliated with multiple vendors like SAGA, Booking.com, Blacklane, Arriva, CMAC, Gett, Veezu-Jyrney and HQ. Handling pre-bookings, last minute handbacks, escalations and customer prerequisites for VIP clients providing top notch service ensuring five star ratings. Handling customer requests and driver inquiries via 3CX, WhatsApp, emails and system portal remotely.
- Part time Examination Invigilator @ British Council
Venue staff member representing British Council for board exams held by Cambridge International Education, Pearson Edexcel GCSE’s and A/AS levels for schools. Also for university board exams, young learners, IELTS including writing, speaking, reading and listening tests.
- Hybrid Customer Service Consultant – Sales Support @ Intrepid Travel
Provided professional advice to global clients on adventure travel. Booked hotels and accommodation. Used computer-based booking systems like Salesforce and Starship. Stayed updated on countries’ economic and political happenings. Responded to traveler queries via live chats and emails. Took payments via Travel Gate, Mint Pay and other platforms and forwarded proof of payment to finance team. Applied and redeemed discounts and credits. Corresponded with DMCs for NA, EMEA, APAC and ANZ teams and communicated with global teams. Attended global summits, company update meetings, team huddles, one-on-ones, quarterly trips and other events.
- 2 years (Remote) Language and Voice Agent @ Tellida Pvt Ltd
Activated televisions and phones by gathering relevant information and registering customers to systems. Handled credit card payments and systemized billings and purchases of TV/Wi-Fi packages. Performed basic troubleshooting for faulty TVs and forwarded fault escalations to onsite representatives. Raised red flags and notified relevant departments regarding power outages or channel/screen issues. Handled emails regarding payment issues or free TV entitlements. Managed callback requests through 3CX phone system.
- 2021 Tutor @ Aden Academy
English Language and Literature tutor for grade 6 and above. Mathematics tutor for primary graders following Cambridge and Edexcel curriculum.
- 2021 Teacher @ Mt Royal International School
English Language and Literature teacher for G.C.E Ordinary Level students. Islamic Studies teacher for G.C.E Ordinary Level students. Mathematics, Science and Islam teacher for primary graders.
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